Send WhatsApp Requests to Smartsheet Rows
This recipe makes sure every request a customer sends in chat ends up as a row in Smartsheet, with their details and a summary of what they need. Part of connecting Smartsheet to WhatsApp and AI chat.
What happens today
Requests arrive on WhatsApp and Instagram, and the person replying means to add them to the sheet later. Some get added with half the details, some get added twice, and some stay in a phone. The team plans the week from the sheet, so the requests that never made it in are the ones that get missed.
The flow that works
- AeroChat answers the customer’s question first.
- It asks for the details your team needs, one or two at a time.
- It searches the sheet by phone number, so a returning customer with an open request gets a comment instead of a new row.
- It adds a row with the details in the right columns and a Status of New.
- It tells the customer what happens next.
The recipe
Copy this into AeroChat
When a customer asks for a quote, a repair, a delivery or other work, answer their question first from our knowledge base. Then follow these steps.
- Ask for their name, phone number, address, what they need and a preferred date, if they have not already said.
- Search the Customer Requests sheet (example) for their phone number. If there is a row with a Status other than Done, add a comment to that row with the new details and tell them we have added it to their open request.
- If not, add a row with their name, phone number, address, request type, preferred date and the channel they used in the matching columns (example columns).
- Put a two-line summary of what they need in the Notes column and set Status to New.
- Tell them: “Thanks, we have logged your request. Our team will confirm the date with you.”
- If the request is urgent, such as a leak or a breakdown (examples), set Priority to High and hand the conversation to our team.
Ask for one or two details at a time. Do not ask again for anything they have already given. Reply in the customer’s language.
Change the sheet name, column names and status values to the ones your sheet uses before you paste it.
What to connect
- Smartsheet. Generate an access token under Personal Settings, API Access, using an account that can edit the sheet. Paste it in when AeroChat asks.
- Your knowledge base. Upload your service details and areas covered to AeroChat so it can answer before it asks for details.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Smartsheet, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Smartsheet’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which columns AeroChat fills, and the values it uses.
- Which requests count as urgent.
- Who gets the handover.
The result to expect
Every chat request is in your sheet with the same details, without anyone typing it. Your team plans from one complete list, and repeat messages land on the open row instead of creating duplicates.
Measure it with your own numbers: rows added from chat, and requests missed or entered twice, for a month before and after.
Next: answer status questions from your sheet.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Smartsheet connection behind it. See what each channel does on the Smartsheet integration page.
Send your first chat request to Smartsheet
Paste the recipe, add your Smartsheet token, and send your own chat a test request.